Manner – Success Story

Since 1890, the company Josef Manner & Comp. AG has been a specialist in wafers, dragees, and marshmallow confectionery and is today an increasingly rare example of a successful Austrian company that is still, for the most part, family-owned since its foundation. The popular confectionery products are exported to more than 50 European and non-European countries.

At the two locations, the main plant in Vienna in the 17th district and the branch plant in Wolkersdorf in Lower Austria, about 800 employees are employed. Here, the products of the brands Manner©, Casali©, Napoli©, Ildefonso© and Victor Schmidt© are produced. In the 2018 financial year, the turnover of Josef Manner & Comp AG amounted to 209.9 million euros.

The “Digital Marketing and Consumer Service” department at Josef Manner & Comp AG relies on SugarCRM for cross-brand management of inquiries, requests, and complaints.

Integration of all brand presences and ticket generation

The brand websites are connected to Sugar via interfaces and therefore have up-to-date data such as product catalog, nutrition tables, retailer locations, etc. This information is required to validate inputs from end customers in various multilingual contact forms and subsequently transform them into precisely assignable tickets in Sugar.

Increase in productivity and quality in customer communication

Channeling customer inquiries into the CRM system enables, in addition to documentation, prioritization and structured follow-up of all customer concerns. The processors can draw on multilingual content modules throughout the entire customer communication, which can be copied directly from the Sugar knowledge base into email messages. At the end of the ticket process, an automated satisfaction survey is sent, the contents of which also flow back into Sugar.

Creation of management reports as a basis for strategic decisions

The unified management of all customer contacts generated via the brand websites allows clear conclusions regarding customer satisfaction. Due to the high minimum content requirements in the ticket process (e.g. entry of batch numbers, EAN codes, photo upload), valuable information can be obtained for the quality assurance process. Together with KINAMU, an extended reporting solution was implemented that accesses information from external systems and prepares results both graphically and in tables and provides them as Office documents.